Director, Client Success
CurrentLead and drive the vision of a multimillion-dollar client portfolio and cross-functional team of account professionals to help organizations measure experiences, generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. • Build relationships with key decision-makers at multiple strategic levels within clients’ organizations• Develop innovative strategies to help clients capture high quality experience data in order to answer key business questions• Lend consulting, analytical and problem-solving skills to ensure team delivers creative, long-term, value-added solutions• Drive financial accountability to steer project/client profitability• Influence industry research agenda that guides company-wide thought leadership priorities• Help project team set and manage client expectations• Manage team-wide accountability to ensure high-quality deliverables • Train and develop direct reports to help broaden skills and advance careers• Lead internal initiatives and nurture cross-departmental relationships to foster strategic alignment• Advocate on behalf of both SMG’s and clients’ business objectives